"This is without question one of the worst hotels I have ever stayed at, and how this property is rated as a 4-star hotel honestly boggles my mind.
The cleanliness of this hotel is absolutely abysmal. The rooms were filthy from the moment we arrived. There was dirt and food on the floors, clearly left behind by previous guests, and it was never properly cleaned during our stay. Housekeeping did not clean the room, they simply came in, made the bed using the same dirty linens, and left. Towels were not replaced unless we repeatedly called the front desk, as even the most basic hotel functions seemed beyond the staff’s ability.
To make matters worse, we found someone else’s dirty underwear in our room. That alone should tell you everything you need to know about the standards at this property.
We stayed multiple nights, hoping things would improve. They never did.
Before even getting into the condition of the rooms, the hotel initially refused to honor the rate we booked through the Marriott app. Only after significant pushback did they finally accept the rate, something that should never have been an issue.
I also want to address the repeated management responses you’ll see in other reviews, particularly from Richard (Manager) , stating that cleanliness concerns are taken “very seriously” and that the hotel will “look into it.” That is simply not the case. Based on our experience, nothing is taken seriously here.
Adding insult to injury, the hotel openly promoted “bonus points” to Elite members in exchange for skipping room cleaning, with this messaging posted throughout the property. In reality, this felt less like a sustainability option and more like an excuse, since the rooms weren’t being properly cleaned regardless.
It also appeared retaliatory that our stay credits were held back, despite the issues we experienced. As Marriott Elite members, we are entitled to breakfast or lounge access, yet the hotel refused access for more than two people, even though we were traveling with very young children. This is a first for us at any Marriott property worldwide.
Richard Mar appears to be fully aware of the ongoing issues at this hotel and yet refuses to assist guests or take accountability. His lack of concern is evident in both the condition of the rooms and the overall guest experience.
While the location is convenient and close to Schönbrunn Palace (just one stop away), that is the only redeeming factor. The issues at this hotel far outweigh the location, and quite frankly, nearly any other hotel in Vienna would be an improvement over staying here.
The hotel does a decent job masking its problems with a presentable lobby, but that is where it ends. Once you step into the rooms, the reality becomes very clear.
This property is dirty, poorly managed, and nowhere near a 4-star standard. I would strongly recommend looking elsewhere."
